The Manager, Contact Center Technology Vendor and Operations Management will manage the vendor strategy, relationship, and performance of all Contact Center technology vendors and support teams (3rd party and internal) to ensure the highest quality is delivered and agreed upon KPIs are met consistently.
The role requires someone with hands-on experience in developing technical vendor strategy, operating & pricing models and handling a holistic relationship with a wide array of vendors.
This is a highly visible role with the opportunity to make an immediate impact through technology vendor management (e.g.
cost use, savings levers, performance improvements, innovation, incident / problem management), technical requirement reviews, vendor consolidations, and extensive multi-functional teamwork to implement vendor related processes & initiatives.
Defines and coordinates the execution of complex vendor management and implementation strategy for a defined set of Contact Center technology vendors
Work with the internal Procurement, Legal and Finance teams on executing RFPs, NDAs, MSAs, SOWs, CRs and commercial vendor selection criteria where needed.
In unison with LLA teams, develop SLA’s which are manageable and enforceable during the vendors delivery of solutions and support services.
Continuously evaluate and monitor vendor contracts to ensure strict vendor compliance with contractual terms and conditions, including SLAs and performance KPIs.
Proactively develops effective business relationships with vendors, partners, and key decision makers to meet or exceed expectations
Develop and manage the 24x7x365 Contact Center technology (IVR, PBX / ACD, WFM, Quality Management) support teams, processes, real-time KPIs, monitoring and reporting dashboards to aid in overall Contact Center operations stability, efficiency, and performance improvements.
Bachelor’s degree in relevant field; Masters / Advance degree a plus .
Project Management experience and PMP certification considered key assets.
At least 5 years of experience of working at a regional or Group level with strong analytical skills and a proven track record.
5-8 years of experience in negotiating technology services and SLAs with vendors.
Broad knowledge of the Contact Center technology industry and the products and services provided by technology vendors.
Sourcing experience in IT categories, i.e. Services, Software, Hardware, SaaS.
Experience with managing internal / external vendor relationships, projects, and program with the following key technologies : Critical : Contact Center and Digital Platforms Contact Delivery (Cisco, Genesys, Avaya), Quality Management (Call Recording, Screen Recording, Speech Analytics), Retail Point of Sale (POS), Remote Diagnostic / Customer Device Management applications, Knowledge Management Systems (KMS) , Customer facing non-voice channels (Mobile App, Website, WhatsApp, Virtual Chatbots, Social Media), BSS (CRM, Billing), Hyperautomation and Robotic Process Automation (RPA), IT Infrastructure & Security, Fixed Voice / PSTN networks.
Managing Day-2 / operations support teams that handle L1 / L2 Severity 1-3 incidents, problem, change and performance management
Cross-functional collaboration between business and technical teams to resolve issues and design optimal support processes that reduce the overall impact to Contact Center operations
Financial background in developing financial models to support vendor solutions business cases in the value range of $1M to $5M
Strong facilitation and steering of technical and business meetings that lead to an outcome of next steps and actions
Fluent English in both verbal and written form; Spanish fluency considered an asset
Track record of concurrently handling a variety of projects while coordinating and supporting the efforts of cross-functional team members
Be a Contact Center Customer Experience Champion who strives to understand the business operations and impacts that negative vendor and support experiences can have on their day-to-day service level targets and KPIs.
Must possess excellent negotiation and communication skills (both verbal and written), with proven ability to communicate effectively with all levels of stakeholders.
Strong Financial leadership and thorough understanding of building business cases that lead to strong ROI models.
Financial management experience as it applies to the monitoring and oversight of third party suppliers.
Excellent use of process mapping (Visio), presentation (PowerPoint), advanced data analysis and financial modelling (Excel) and Project Management (MS Project, Jira, Smartsheet) tools.